Agent Alerts

Our Agent Alerts send alerts to your internal employees, notifying them about potential disruptions for the travelers they are responsible for. This lets your employees proactively anticipate and solve traveler problems.

This document explains the default configuration for Agent Alerts. Contact your account representative to make changes to your configuration.

In addition to customizing the settings that drive these alerts, your account representative can also turn on additional Optional Alerts for your account.

Flight cancellation

This alert notifies the recipient if any flight on the trip is reported as canceled. Information in this alert includes Flight Index.

Estimated connection problem

This alert informs the recipient if the estimated connection time for any connection on the trip falls below 25% of the Minimum Connect Times published by the airline. This means that if the MCT is 60, an alert is triggered if the connection time falls below 15 minutes.

This alert starts being triggered 24 hours before the flight.

Information in this alert includes Flight Index (referring to the departing flight of the connection), Connection Time (current), and Minimum Connection Time.

Actual connection problem

This alert is sent after the departing flight leaves the gate. It informs the recipient if the connection time for any connection on the trip falls below 0% of the Minimum Connect Times published by the airline.

Only one Actual Connection Problem alert is sent for any given at-risk connection.

Information in this alert includes Flight Index (referring to the departing flight of the connection), Connection Time (current), and Minimum Connection Time.

Flight diversion

This alert notifies the recipient if any flight on the trip lands at an airport where it wasn't scheduled to arrive.

Information in this alert includes Flight Index.

Leg departure delay

This alert notifies the recipient if the gate arrival of the last flight of a leg is estimated to be delayed more than a configured threshold. It then sends update alerts if the delay changes by more than a configured amount.

If the flight is delayed 60 minutes or more within four hours before the scheduled departure of the first flight of each leg, a status alert is sent that informs the agents of a potential risk.

An additional status alert is triggered after the first triggered alert if the departure delay changes by more than 30 minutes.

Leg arrival delay

This alert type notifies the recipient if the gate arrival of the last flight of a leg is estimated to be delayed more than a configured threshold. It then sends update alerts if the delay changes by more than a configured amount.

If the flight is delayed 60 minutes or more within three hours before the scheduled arrival of the last flight of each leg, a status alert is sent to the agents.

An additional status alert is triggered after the first triggered alert if the arrival delay changes by more than 30 minutes.

Flight Reinstated

This alert notifies the recipient if they have been previously alerted to a flight’s cancelation, but that flight has been reported to be scheduled to fly again (for example, it's no longer canceled.)

Information in this alert includes Flight Index.